Customer Care Team Lead

About Us

Join us at Cleanaway and contribute to making a sustainable future possible, together.

We transform waste into resources and renewable energy. When you start to think of waste as a resource, it opens a world of possibilities.

As a high growth, ASX listed organisation with over 10,000 employees, our goal is to be recognised by our customers as the most innovative and sustainable waste management company with industry leading HSE performance. We are Australia's largest company in this sector, providing essential services to millions of customers and communities nationally.

The Opportunity

Great teams don't just happen - they're built by great leaders. And that's exactly where you come in.

We're on the hunt for a confident, people-first leader to take charge of a busy and dedicated Customer Care team in Somersby. This is the engine room of a high-volume customer care operation supporting councils, municipal customers, and residential communities - and your leadership will keep it running at its best.

Your team handles everything from missed bin calls and additional bookings to maintenance and council service requests. It's fast-paced, varied, and genuinely makes a difference to the communities we serve. No two days are the same - and that's the best part.

If you love developing people, lifting performance, and leading from the front, this one's for you.

In this role, you will:

• Leading and inspiring a team of customer care professionals, building a culture people want to be part of
• Coaching and developing your team to consistently smash service levels and performance targets
• Running a high-volume contact centre across calls and shared inboxes
• Supporting both municipal (council) and residential customers
• Coordinating workflow and resources to stay ahead of daily and seasonal demand
• Owning escalations and complaints, turning tricky moments into resolved outcomes
• Leading by example - jumping in during peak periods to keep service flowing

About you

To be successful in this role, you will bring:

• Proven leadership - a real track record of building, coaching, and growing high-performing teams
• The confidence to set expectations, manage performance, and get the best from every team member
• Experience juggling workflow, rosters, or resourcing to meet demand
• A calm, solutions-focused mindset when handling escalations and complaints
• Strong communication skills and a genuine, hands-on approach
• The ability to build trust with your team and stakeholders alike
• Contact centre or high-volume customer service experience is a bonus - but not essential. We're hiring for leadership first. If you can build a great team, we'll back you the rest of the way.

Why join Cleanaway?

• Attractive salary package
• Career development opportunities
• Paid parental leave
• Great company benefits: Annual employee share plan offer, novated leasing, optional flu vaccinations, EAP access, discounts on private health insurance, company discounts + much more!

Our Process

Our recruitment process involves a number of checks including, but not limited to, criminal history, medicals, drug & alcohol testing, as well as verification of qualifications, licences and right-to-work status.

All internal applicants will receive a notification within 2 weeks of the closing date of this advertisement.

We are dedicated to improving employment outcomes and encourage applications from Aboriginal and Torres Strait Islander peoples. We also welcome candidates of all ages, abilities, gender identities, experiences (including veterans), and cultural backgrounds.

If you require any adjustments during the recruitment process, please contact us by emailing [email protected].

Join us on our exciting journey towards a sustainable future.

Simply click the Apply button or visit https://www.cleanaway.com.au/about-us/careers and let's make a positive impact together.